Policy Overview  

This document outlines the complaints procedure for our company, designed to ensure customer complaints are handled efficiently, fairly, and in compliance with CISAS (Communications & Internet Services Adjudication Scheme) requirements. 

Purpose  

The purpose of this procedure is to provide customers with a clear and transparent process for raising complaints, ensuring their concerns are addressed in a timely and satisfactory manner while complying with industry standards and CISAS guidelines. 

Scope  

This procedure applies to all customers who wish to raise a complaint regarding our services. It also covers all employees responsible for handling and resolving complaints within the company. 

Definitions 

• Complaint: An expression of dissatisfaction regarding the company’s services, policies, or procedures. 

• CISAS: An independent alternative dispute resolution scheme approved by Ofcom to resolve disputes between consumers and service providers. 

• Resolution: The agreed-upon action to address the customer’s complaint. 

Procedure/Guidelines 

Step 1: Raising a Complaint 

– Customers can submit complaints via: 

• Phone: 02030966012  
• Email: [email protected]    
• Post: BSG Telecom, Royal Quays, Business Centre, Newcastle upon Tyne, North Shields NE29 6DE.  

– Complaints should include the following details: 

• Customer’s name and contact information. 
• Description of the issue. 
• Relevant dates, times, and correspondence. 
• Desired outcome. 

Step 2: Acknowledgement 

– Upon receiving a complaint, the company will: 

• Acknowledge receipt within 2 working days. 
• Provide a reference number for the complaint. 
• Inform the customer of the next steps and expected timeline for resolution. 

Step 3: Investigation 

– A designated team member will: 

• Investigate the complaint thoroughly. 
• Gather relevant information and documentation. 
• Liaise with the customer for additional details if necessary. 

Step 4: Resolution and Communication 

– The company aims to resolve complaints within 10 working days. If a resolution requires more time, the customer will be informed of the delay and updated regularly. 

– Once resolved, the company will: 

• Communicate the resolution to the customer clearly. 
• Provide any agreed-upon remedies or compensation. 
• Confirm closure of the complaint. 

Step 5: Escalation to CISAS 

– If the customer is dissatisfied with the resolution or the complaint remains unresolved after 8 weeks, they can escalate the issue to CISAS. 

– The company will: 

• Provide clear instructions on how to contact CISAS. 
• Cooperate fully with the CISAS process. 

Review and Revision This procedure will be reviewed annually or when changes to CISAS requirements occur. Updates will be communicated to all relevant staff.